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Dell Chrome personal computer: How to recover and reset the Chrome OS

Summary: This article takes you through how to use the recovery tool to recover and reset your Chrome OS on your Dell Chromebook.

This article may have been automatically translated. If you have any feedback regarding its quality, please let us know using the form at the bottom of this page.

Article Content


Symptoms


Table of Contents:

  1. The Chrome Operating System
  2. Recovering your Dell Chrome Computer
  3. Resetting your Dell Chrome Computer
  4. Troubleshooting Steps

 

The Chrome Operating System

 

Dells Chrome computers are powered by the Google Chrome operating system, based on Google's popular Chrome Browser. It has been developed to provide a fast, simple, and more secure computing experience for users who spend most of their time online.

The Key Benefits are:

Fast:

Custom BIOS, boots in 5 seconds. Resumes in less than 1 second.

Simple:

Automatic background updates. User data stays in the cloud.

Secure:

Firmware and file system that is verified against modifications at boot and during run time. Trusted Platform Module (TPM) provides added protection.


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Cause

Recovering your Dell Chrome Computer

 

This means installing a new version of the Chrome OS on your Dell Chrome computer by going through the recovery process. You would want to do this after a major part replacement (Motherboard or Storage Drive) or if you have problems updating your Chrome computer or if it stops working.

 
Warning: All account information and data that is stored on your personal computer, such as photos, downloaded files, and saved networks, will be deleted. Owner privileges for your primary account will also be reset. However, the Google Accounts and any data that is synced to these accounts will not be affected by the recovery process. After the recovery process is completed, you will be guided through the initial setup again.
 
Note: Dell is not responsible for backing up your data, creating backup media and reloading your operating system. You must be responsible for the data on your personal computer and keeping any backups and media up to date.
 

You will need:

  • A Chrome device with Administrator rights or a Windows, Mac, or Linux personal computer with Administrator privileges.
  • An 8 GB or larger USB flash drive or SD card that you do not mind wiping.

Do you see a Chrome OS is missing or damaged message? If you do, try a hard reset of your Chromebook first. Hold Down Refresh + Power together. If the message continues, carry on with this guide.

Do you see a Chrome OS verification is turned off message instead? Pressing Ctrl + D together would normally enable you to enter developer mode. However, if you press the Space Bar instead - you will see a screen asking you to recover your device.

Create a Recovery USB flash drive or SD card.

Note: When recovering your Chromebook, ensure to create the recovery flash drive for the correct model. You can create the recovery tool on a Chrome, Windows, Mac, or Linux personal computer. (Previously this was a tool like Image Burner)
 
Note: You have to have access to a working personal computer to recover your Chrome computer.
 
 

Chrome

Note: When you create a recovery flash drive, be aware the tool may not be available in all languages.
 
Note: Ensure that you can use removable media on the working Chromebook device.
 
  1. On a working Chromebook, go to the Chrome Web Store and install the Chromebook Recovery Utility extension.

  2. Open the recovery extension:

    1. Click Extensions at the upper right corner of the browser.

    2. Click the Chromebook Recovery Utility extension. If the extension window does not automatically appear on your screen, ensure it is turned on.

  3. Click Get started.

  4. Click Select a model from a list. (Alternatively, type in the model number of the Chromebook you want to recover. The bottom of the error message on the faulty Chromebook screen gives you the number.)

  5. Click Continue.

  6. Connect your USB flash drive or SD card to the computer.

  7. In the dropdown menu, select the USB flash drive or the SD card that you connected.

  8. Click Continue.

  9. Click Create now.

  10. Remove the USB flash drive or SD card from the computer, When you get a message on-screen saying that your recovery media is ready.

Windows

Note: When you create a recovery flash drive, be aware the tool may not be available in all languages.
 
  1. Install the Chrome Browser: (If it is not already installed on your computer)

  2. Go to the Chrome Web Store and install the Chromebook Recovery Utility browser extension.

  3. Open the recovery extension:

    1. Click Extensions at the upper right corner of the browser.

    2. Click the Chromebook Recovery Utility extension. If the extension window does not automatically appear on your screen, ensure it is turned on.

  4. Click Get started.

  5. Click Select a model from a list. (alternatively, type in the model number of the Chromebook you want to recover. The bottom of the error message on the faulty Chromebook screen gives you the number.)

  6. Click Continue.

  7. Connect your USB flash drive or SD card to the computer.

  8. In the dropdown menu, select the USB flash drive or the SD card that you connected.

  9. Click Continue.

  10. Click Create now.

  11. Remove the USB flash drive or SD card from the computer, when you get a message on-screen saying that your recovery media is ready.

Linux

Note: When you create a recovery flash drive, be aware that the tool may not be available in all languages.
 
  1. Use the following link to download the recovery tool:

  2. Modify the script permissions to allow the file to run with the following terminal command:

    $ sudo chmod 755 linux_recovery.sh

  3. Run the script with root privileges using the following terminal command:

    $ sudo bash linux-recovery.sh

  4. Follow the prompts from the tool to complete building the operating computer image.

Mac

Note: When you create a recovery flash drive, please be aware the tool may not be available in all languages.
 
  1. Install the Chrome Browser: (If it is not already installed on your computer)

  2. Go to the Chrome Web Store and install the Chromebook Recovery Utility browser extension.

  3. Open the recovery extension:

    1. Click Extensions at the upper right corner of the browser.

    2. Click the Chromebook Recovery Utility extension. If the extension window does not automatically appear on your screen, ensure it is turned on.

  4. Click Get started.

  5. Click Select a model from a list. (alternatively, type in the model number of the Chromebook you want to recover. The bottom of the error message on the faulty Chromebook screen gives you the number.)

  6. Click Continue.

  7. Connect your USB flash drive or SD card to the computer.

  8. In the dropdown menu, select the USB flash drive or the SD card that you connected.

  9. Click Continue.

  10. Click Create now.

  11. Remove the USB flash drive or SD card from the computer, when you get a message on-screen saying that your recovery media is ready.

Reinstall the Chrome Operating System.

  1. Start your Chromebook computer. (Please remove any devices that are plugged into the computer.)

  2. Enter Recovery Mode:

    • ChromeBook: Press and hold the Esc key plus the Refresh key, then press the power button. Let go of the power button and when a message shows on-screen, let go of the other keys.

    • Chromebox: Turn the computer off. Use a thin tool (like a straightened paper clip) to press in the recovery button. While the recovery button is pressed, power the computer on and when you see the message on-screen, release the recovery button.

    • ChromeBook Tablet: Turn the computer off. Press the Volume Up, Volume Down and the Power button for at least 10 seconds, then let them go.

  3. When the computer displays either the Chrome OS is missing or damaged or Please insert a recovery USB stick or SD card on-screen message, insert the USB flash drive or SD card in to the faulty device.

  4. Wait for the faulty Dell Chrome computer to boot from the flash drive or card.

  5. Follow the instructions that appear on the screen.

  6. On successful installation of the Chrome OS, you will be prompted to remove the USB flash drive or SD card.

  7. Your Chrome computer should now automatically restart and boot.

 
Note: Because the data on your Chrome computer has been cleared, you must go through the initial setup again. Ensure to sign in to your Primary Google account if this is set as the Owner account.
 
Note: Before you try to reuse your USB Flash drive or SD Card, you must run it through the Recovery extension tool again. Select Erase Recovery Media and follow the on-screen instructions. Once it is complete, you must format the removable drive using your operating computers formatting application.


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Resetting your Dell Chrome Computer

 

All local data that is stored on your Dell Chrome computer can be cleared by resetting it to its original factory settings. This is also known as a PowerWash. This is of most use when you are having user profile difficulties on your device.

 
Warning: Do not use this guide if you are using a managed Chrome device. You will NOT be able to re-enroll your device after PowerWashing it.
 
  1. Click the status area in the bottom right-hand side corner - where your account image appears.

SLN293899_en_US__11reset_Chromebook11_BK_01

(Fig.1 Chrome Status Area)

  1. Select Settings and click Show Advanced settings at the bottom of the page.

SLN293899_en_US__12reset_Chromebook11_BK_02

(Fig.2 Chrome Status Area Opened)

SLN293899_en_US__13reset_Chromebook11_BK_03

(Fig.3 Chrome Settings page)

  1. Find the PowerWash section and click Restart.

SLN293899_en_US__14reset_Chromebook11_BK_04

(Fig.4 Powerwash button on the Settings Page)

  1. In the window that opens, select Restart.

Alternatively, you can hold down the Ctrl + Alt + Shift + R keys together from the sign-in screen and click Reset.

This will take you back Factory Fresh, and you must go through the setup for the device again.

Note: Once you have set up your device, please check the following link for instructions on how to ensure you keep your computer up to date with the most recent updates available from Google:


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Resolution

Troubleshooting Steps

 

If you run into trouble while carrying out any of the steps above, please check out the question and answers below for some helpful tips on resolving them. If you are still having issues after this, please contact us to take this further.

Question Solution
I am unable to recover my Chrome computer. To help ensure that you are running the latest version of Chrome OS once you recover your Chrome computer, we recommend creating the recovery media with the latest version of Chrome OS and avoid using recovery media that may contain an older version of the operating system.
An error message - An unexpected error has occurred.

Try the following steps.

  1. Confirm that you completed all instructions exactly as specified in the Create a recovery USB flash drive or SD card section.
  2. Use the Erase the storage drive function and try creating the recovery drive again.
  3. Try using a different USB stick or SD card.
  4. If the problem persists, contact the Google Chrome support team.
An error message - The device you inserted does not contain a Chrome OS.

Try the following steps.

  1. Confirm that you completed all instructions exactly as specified in the Create a recovery USB flash drive or SD card section.
  2. Use the Erase the storage drive function and try creating the recovery drive again.
  3. Try using a different USB stick or SD card.
  4. If the problem persists, contact the Google Chrome support team.
An error message - The security module on this device is not working.

You should contact the Google Chrome support team.

An error message - You are using an out-of-date Chrome OS recovery image. You should download an up-to-date recovery image. Follow all the instructions exactly as specified in the Create a recovery USB flash drive or SD card.
You successfully recovered your Chrome computer, but now you cannot use your USB or SD card with Windows. After you have completed recovery, you must format your USB or SD card using the recovery tool.
You successfully recovered your Chrome computer, but now Windows does not recognize the whole size of the USB or SD card that is used for recovery. After you have completed recovery, you must format your USB or SD card using the recovery tool.
 
Note: For more information about how to recover your Chrome computer, you can see the following Chrome Knowledgebase article:
 


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Additional Information


Out of Warranty support Out of warranty? No problem. Browse to the Dell.com/support website and enter your Dell Service Tag and view our offers.

NOTE: Offers are only available for US, Canada, UK, France, Germany, China, and Japan personal computer customers. Server and Storage not applicable.

Article Properties


Affected Product

Chromebox, Chromebook, Chromebook, Chromebook, Dell Chromebox 3010, ChromeBox For Meetings

Last Published Date

14 Jul 2021

Version

6

Article Type

Solution